NEW: Urgent needs escalation process

We recognize that some claims require immediate attention. That’s why we’re expanding our processes to ensure urgent claims are quickly identified and prioritized by our teams. 

What type of claims will be escalated?

If your claim is for an urgent, life-sustaining prescription drug, service or treatment, or you are a person with a disability, or you are experiencing financial hardship related to your claim, this escalation process will ensure your claim is handled as a priority. Only claims that have already been submitted to Canada Life or MSH International (MSH) can be escalated.  

Examples of life-sustaining prescription drugs, services or treatments include, but are not limited to:

• Mechanical ventilation
• Renal dialysis or Insulin 
• Cancer drugs
• Artificial nutrition and hydration supplies like feeding tubes

If your claim falls into any of these categories, please click here, and include ONLY your plan number, certificate number, indication of whether your claim was submitted to Canada Life or MSH, and a 1-2 sentence general categorization of your reason for escalation. Without this information, we will not be able to locate your claim in our system. 

IMPORTANT: This is not a secure email channel, so please do not share any additional personal information in your request. 

If your claim does not fall into these urgent categories, it will not be escalated for urgent processing. This is to ensure we can triage the most urgent claims on a priority basis. 

Thank you to all PSHCP members for your continued patience as we work through this transition. We are working hard to administer benefits for all federal government employees, retirees and their eligible dependants per your Plan Directive.